The problem also occurs on the latest version. Let’s focus on that since the version mentioned has been out-of-support for years.
Please answer these questions using any 22.0 release from Word add-ins to connect with cloud data sources and databases, 180 days free.
Can you please add a reply with a picture of what is displayed “Import and Export are disabled”? Are these buttons or some other functionality?
What Microsoft Word version are you using?
Is it Microsoft Word 32-bit or 64-bit?
Can you enable trace before installation and send all collected trace files as a ZIP-file then to tracefiles@invantive.com with a reference to this URL?
The steps to enable trace are described on Provide Support with Data Hub and other on-premises products.